Customer Experience News

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1. These retailers are tops in omnichannel customer experience….

   Amazon, Williams-Sonoma and Kohl’s are the top three brands in ForeSee’s annual Retail Customer Experience (CX) Rankings, which are based on survey data from over 40,000 shoppers across their store, Web, and mobile experiences.
   
   The report also examines the success of retailers by individual channel — store, Web, and mobile (See chart). Amazon, Costco, Kohl’s, and Nordstrom each took a top spot in two out of three channels, while Tractor Supply ranked No. 1 in Web.

   https://www.chainstoreage.com/technology/retailers-tops-omnichannel-customer-experience/

   Tags: customer-experience, retail, mobile, omnichannel, report by eringilliam (2017-12-15)

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2. Where are you on the path to customer experience maturity?

   Eighty-six percent of companies aspire to be customer experience leaders, but most don’t have the customer experience (CX) management capabilities they need to achieve that goal. This CX management (CXM) maturity model defines the 30 CXM practices that every firm needs to master.
   
   This report and self-assessment will help CX professionals compare their company’s current activities to the model’s CXM ideals.

   https://marketingland.com/path-customer-experience-maturity-175305/

   Tags: report, customer-experience, maturity, cxm by eringilliam (2017-11-17)

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